Hanoi Operations Executive Cum Customer Care Supporting

** Working Location: Hanoi Office
*** Directly Reporting: to Hanoi Office Manager


** PURPOSE AND SCOPE OF ROLE:
The Operations Executive cum Customer Care Supporting is to organize all aspects of tour operations involving TEC, flight from scheduling, booking to monitoring and controlling. Deliver the service to meet contractual service requirements and customer satisfaction. Assist in handling customers’ complaints about TEC, flight…

** RESPONSIBILITIES & TASKS
***Operations:
• Book and confirm all the special activities (TEC) in the North of Vietnam. Follow up changing, amendment, cancellation
• Solve any problems concerning to TEC if it happens
• Make the debit of all TEC and submit to accountant for setting payment
• Book seaplane service, helicopter service and make the debit to submit to accountant for setting payment
• Prepare documents/letters concerned to that booking to Guide.
• Ticket administration – Flight and non-flight transportation., & to coordinate with Ticketing team in Head office to deliver it to clients arriving to Hanoi.
• Book air tickets for urgent request if clients arrive in Hanoi and book all air tickets for tour guide escort assigned from Hanoi.
• Book and confirm all the meals for clients to each restaurant, follow the changing from clients required. Make the debit for setting payment at the end of the month.
• Assist the adoptive cases, birth-mother when required
• Come to meet and support customers in case sickness, accident, luggage or items lost…
• Work assigned by Hanoi Office Manager

*** Care Supporting:
• Assist Hanoi Customer Care with some agents (Indian, Asian markets…) by making phone calls to check about services.
• Assist Hanoi Office Manager and Customer Care in handling customers’ complaints about guides, drivers or other services if it happen
• Assist to make care call incase Hanoi Customer Care is off, annual leaves or on vacation

****Qualifications And Knowledge
• Tertiary studies in Tourism, Hospitality, Economics or Business
• Foreign cultures understanding

****Experience
• Minimum 6 months in Tour Operator or Customer Care

****Skills
• Fluent written and spoken in English
• Thorough understanding of MS Office (Excel, Word, Power point etc.)
• High proficiency in interpersonal skill
• Problem solving

- Attractive salary and bonus
- Social insurance, health insurance, unemployment insurance according to Labor Laws
- Good chance to study and develop career path stably

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